The Managed Heart

Hochschild, Arlie Russell

doi:10.1525/9780520951853

Cited by 1,639 publications

(471 citation statements)

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“…A longitudinal study of Romanian hotel employees showed that person–job fit significantly and negatively predicted WFC and FWC (Karatepe & Karadas, 2016), suggesting that when individuals’ personal preferences align with the requirements of the job, they will be less likely to experience conflict between work and home domains. The final individual difference characteristic that emerged as a predictor of WFC in the hospitality industry was employees’ use of emotional labor, defined as “the management of feeling to create a publicly observable facial and bodily display” (Hochschild, 1983, p. 7). In a survey of hotel managers, Lawson et al (2013) found that emotional labor was associated with greater negative work–family spillover.…”

Section: A Multilevel Framework For Work–family Conflict In the Hospimentioning

confidence: 99%

A Multilevel Review of Hospitality Industry Work–Family Conflict Research and a Strategy for Future Research

O’Neill

Follmer²

2019

Journal of Hospitality & Tourism Research

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Work–family conflict has become a growing area of research in the hospitality field. Research has previously shown that employees who experience conflict between their work and family roles are likely to report negative individual and job-related outcomes. Given the serious outcomes associated with work–family conflict, it is essential for researchers and practitioners to better understand why and when it occurs, as well as to identify possible interventions that may lessen its impact on employees. This systematic review synthesizes and summarizes the extant literature as it relates to work–family conflict. The results from the review provide insight into the well-established antecedents and outcomes of work–family conflict, while also highlighting areas that may require additional attention. The review concludes with a discussion of future research directions that may be used to advance the study of work–family conflict research.

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Section: A Multilevel Framework For Work–family Conflict In the Hospimentioning

confidence: 99%

A Multilevel Review of Hospitality Industry Work–Family Conflict Research and a Strategy for Future Research

O’Neill

Follmer²

2019

Journal of Hospitality & Tourism Research

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“…For example, research on display rules speaks to the importance of expressing the "right" emotion in the "right" situation (and the social costs of doing otherwise; Ekman & Friesen, 1969). In addition, the literature on emotional labor outlines how various professions require the expression of certain types of emotion (e.g., flight attendants and positive emotion; Hochschild, 1983), and speaks to the emotion regulation challenges posed by consistently meeting such goals (Grandey, 2000). While these research traditions do not assess the activation of expression goals directly, they do suggest the presence of desired emotion expression states varies as a function of particular social situations.…”

Section: Emotion Expression Goalsmentioning

confidence: 99%

“…Other examples involving positive emotion may include thanking someone for an unwanted gift, or praising someone to his or her face while avoiding feeling gratitude or while even feeling inwardly disdainful. Yet, expressing positive emotion is often a beneficial social strategy, and so even when a person may not want to feel positive, it may be socially advantageous for them to appear positive (e.g., Hochschild, 1983). Indeed, according to people in the service industry, one of the top reasons for expressing positive emotion they do not feel is because it results in better tips (Adelmann, 1995).…”

Section: Goal 3: Express But Not Experience Emotionmentioning

confidence: 99%

The Intersection of Goals to Experience and Express Emotion

Greenaway

Kalokerinos

2018

Emotion Review

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A goal is a cognitive representation of a desired end point (Fishbach & Ferguson, 2007), and usually arises when one notices a discrepancy between a current state and a desired state (e.g., Carver & Scheier, 2000). Once people are made aware of such a discrepancy, they become motivated to reduce the gap between current and desired states. Goals can be held about many targets, ranging from very concrete (e.g., "have a cup of coffee") to comparatively abstract (e.g., "live by egalitarian principles"). Recently, research has begun to focus on emotion as a target of goals (e.g., Mauss & Tamir, 2014). In this case, goals can arise when people become aware of a discrepancy between a current emotional state (e.g., "I feel anxious") and a desired emotional state (e.g., "I want to feel less anxious"). Tamir

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“…The term “emotional labor” refers to “the management of feeling to create a publicly observable facial and bodily display” (Hochschild, 1983, pp. 7).…”

Section: Mitigating the Negative Outcomes Of Emotional Labormentioning

confidence: 99%

Mitigating the negative effects of emotional labor: A study of disaster response and recovery workers after the 2010 Haiti earthquake

et al. 2020

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One of the most pressing governance challenges around the globe is managing disasters and their underlying risk factors. Little is known about effective strategies to minimize burnout and posttraumatic stress disorder among practitioners involved in addressing this challenge, especially in countries that rely mainly on international aid agencies for the delivery of basic services to their citizens. This article draws on the emotional labor literature to identify routes addressing the negative consequences of doing response and recovery work in postdisaster contexts. Based primarily on surveys and interviews with response and recovery workers involved after the 2010 Haiti earthquake, it advances and extends previous emotional labor theory on the mitigating factors of service workers' burnout. It points to the importance of autonomy and training as well as five coping mechanisms: relying on informal support, utilizing humor, leaving work at work, decompressing alone, and rotating job positions.

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The Managed Heart

Cited by 1,639 publications

References 0 publications

A Multilevel Review of Hospitality Industry Work–Family Conflict Research and a Strategy for Future Research

A Multilevel Review of Hospitality Industry Work–Family Conflict Research and a Strategy for Future Research

The Intersection of Goals to Experience and Express Emotion

Mitigating the negative effects of emotional labor: A study of disaster response and recovery workers after the 2010 Haiti earthquake

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